Troubleshooting remote connection issue from endpoint

If you are unable to establish a remote access connection in Saner, follow the steps below to verify and resolve the issue.

Step 1: Check for Pop-Up Prompts

• Log in to the target device you are trying to take remote access of.

• Verify if the Remote Access pop-up is appearing.

• Ensure that pop-up notifications are not blocked on the device.

Step 2: Verify Role Manager Files

1. Navigate to the following path on the target machine:

   C:/Program Files (x86)/SecPod Saner/Agent/<current version>/rolemanager
   

2. Inside the rolemanager folder, confirm the presence of answer.json and offer.json.

3. If the connection is being established across different networks, both files must contain “relay” entries.

   • Note: These JSON files are temporary and will be automatically removed once the remote connection is successfully established.
     

Step 3: Manually Reset Role Manager and Connector

• If the connection still fails after verifying the JSON files, manually delete the rolemanager and remoteconnector folders.

• Retry establishing the remote access connection from the Saner Console.

Step 4: Contact Support

If the issue persists after completing all the above checks, please reach out to support@secpod.com with the details of your troubleshooting steps.